Essential, Yet Overlooked: Identity Verification Barriers for Blind and Low Vision People in Government Services
2026-04-30 • Human-Computer Interaction
Human-Computer InteractionComputers and SocietyEmerging Technologies
AI summaryⓘ
The authors studied how blind and low vision (BLV) people deal with identity checks for government services, which often rely on visuals and are hard for them to use. They looked at online posts and talked to 16 BLV individuals, finding many problems with both online and in-person ID checks that make it harder for these users to get services. These issues do not just cause inconvenience but change how security works in real life. The study also notes that frequent checks, inaccessible places, and changing rules make it even harder for BLV people to access what they need. Participants had mixed feelings about AI, seeing it as helpful but also risky for identity theft.
identity verificationaccessibilityblind and low vision (BLV)government servicessecurityAI (artificial intelligence)identity fraudverification workflowsdigital accessibilitypolicy changes
Authors
Ryan John Oommen, Tanusree Sharma
Abstract
Identity verification is a critical gateway to accessing government services and public benefits, yet contemporary systems are typically designed around visual interaction, leaving blind and low vision (BLV) individuals disproportionately burdened. In this work, we examine how BLV users navigate identity verification in government services and how current designs shape their access, security, and autonomy. Through a mixed methods study combining analysis of 219 Reddit posts and semi-structured interviews with 16 BLV participants, we uncover systemic accessibility breakdowns across both digital and in person verification processes. Our findings show that inaccessible verification workflows do not merely inconvenience users, they restructure how security is achieved in practice. We also identify how repeated verification demands, inaccessible physical infrastructure, and policy changes exacerbate exclusion from essential services. At the same time, participants articulate complex perspectives on AI, viewing it as both a critical accessibility aid and a growing vector for identity fraud.